A Study on Customer Satisfaction in E-Commerce Platforms
Tushar
School of Business Galgotias University
Under the Guidance of Mr. Upnishad Mishra
School of Business Galgotias University
ABSTRACT
With their vast selection of products, low prices, and ease of use, e-commerce platforms have changed the game for customers and companies alike in the modern day. However, in today's day of fierce competition and rapid technological development, client pleasure has become an essential factor in determining the success and loyalty of online businesses. Examining the experience and functional components of the online purchasing journey, this study seeks to identify the critical success elements impacting consumer happiness in e-commerce platforms.
In order to gather information from active e-commerce consumers of different demographics, the research uses a mixed-method approach that combines quantitative surveys with qualitative interviews. Website usability, product quality, price, shipping speed, customer service responsiveness, refund policies, security, personalisation, and overall shopping experience are key factors that are studied. In order to determine how these parameters relate to total customer satisfaction, statistical methods like regression, factor, and correlation analysis were used.
The most important factors influencing satisfaction, according to the findings, are dependable delivery, user-friendly navigation, open and honest communication, and simple return procedures. Security and trust are no longer differentiating characteristics, but simply baseline expectations, and user engagement is greatly enhanced by personalisation and intuitive interfaces. Personalised advice and proactive problem resolution are becoming increasingly important post-purchase services, according to the report.
The thesis further emphasises that customer satisfaction is an ever-changing concept that is influenced by shifting consumer expectations, patterns of digital behaviour, and technological standards. We offer a strategic framework for e-commerce enterprises who want to increase consumer happiness and build long-term connections based on these insights.
This research has important implications for e-commerce strategists, logistics providers, marketers, and UI/UX designers who are looking to gain a competitive edge by providing an exceptional customer experience. Going beyond transactional excellence to give holistic pleasure is increasingly crucial for sustained growth in the e-commerce sector, according to the report. This requires consistent, value-driven, and emotionally aware connection with customers.
